1. Order Cancellations
If you need to cancel your order, please contact us within 12 hours of payment.
We will do our best to accommodate your request as long as your package has not already shipped.
Once your order is dispatched, cancellations are unfortunately not possible.
2. Shipping Fees
Please note that shipping fees are non-refundable, as these costs go directly
to the shipping provider. We appreciate your understanding regarding these charges.
3. Processing Fee
All orders are subject to a 10% non-refundable processing fee.
This fee covers the administrative and transactional costs required to fulfill each purchase.
4. Restocking Fee
For all product returns, there is a 10% restocking fee. This fee helps cover
the costs of processing, handling, and restocking items.
5. Eligibility for Refunds
Timeframe. You are welcome to request a refund or exchange
within 30 days of receiving your order.
Possible Refund Situations:
- If your package was never delivered due to a verified shipping error.
- If your product arrived but is significantly different from what was described, you may qualify for a full or partial refund depending on the situation.
When We Cannot Offer Refunds:
- If tracking information shows that your package was delivered.
- If your package didn’t arrive because of factors within your control (for example, providing an incorrect address).
- If delays or damage are due to circumstances beyond our control (such as customs issues or natural disasters).
6. Exchanges
If you prefer an exchange rather than a refund, we are happy to help. Please let us know
within the same 30-day period, and we will work with you to find the best solution.
7. Returning Products
If you are not fully satisfied with your purchase for personal reasons (e.g., you’re not happy with
the color or size), you can return it for an exchange or refund.
You will be responsible for the
return shipping costs.
A
10% restocking fee will apply, which will be deducted from your refund.
We kindly ask you to take proper care of your items. If the product has been damaged due to misuse or
improper handling, we may not be able to accept a return.
Important Note! We encourage you to get in touch with us
before
shipping anything back. This way, we can provide detailed instructions and prevent any delays.
8. How to Request a Refund or Exchange
Contact Us First
Please do not send the item back without first reaching out to us and receiving
confirmation.
Use our
Contact Us form (or email us at
support@owleys.com) and include any photo/video evidence if you’re reporting a
damaged or incorrect product.
Approval & Shipping
Once your return or exchange request is approved, you’ll be asked to ship the product back to our
warehouse at:
10681 Production Ave, Fontana, CA 92337, North Dock 106-107, 110
Please note that we do
not provide return shipping labels.
Provide Tracking
After shipping the product, please share the tracking number with us so we can monitor the return’s
progress.
Refund or Replacement
Once we receive the package, we will either process your refund or ship out a replacement, depending on
your request.
Please allow up to
7 business days for us to process a refund or dispatch a
replacement after the item arrives at our warehouse.
If you have any additional questions or concerns, please don’t hesitate to reach out. We’re here to help!
